Business Systems Analyst
New
I
IronMountain SolutionsContact Center IT
Work Location: RemoteFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- Minimum of seven (7) years of hands-on experience
- Required Skills
- SQLCRM
Requirements
- Minimum of seven (7) years of experience with contact center operations software (Avaya, Genesys, NICE, Cisco).
- Experience with Automatic Call Distributors (ACD) and Interactive Voice Response (IVR).
- Hands-on experience installing, configuring, and troubleshooting routers, switches, firewalls, and TCP/IP.
- Experience with VoIP, SIP Trunking, VLANs, and VPNs.
- Advanced troubleshooting and complex problem-solving skills.
- Ability to quickly learn new systems and technologies.
- Strong oral and written communication skills.
- ITILv4 certification required within 30 calendar days of onboarding.
- Bachelor's degree in a related technical discipline preferred.
Responsibilities
- Administer Avaya/Calabrio access for Level II staff.
- Coordinate with stakeholders and vendors to document, test, and set up Desktop Screen‑Pop/Soft‑Phone applications.
- Serve as a liaison between business units to resolve routing issues and support system upgrades.
- Conduct daily system testing and performance analysis.
- Prepare, consolidate, and present recurring operational reports.
- Recommend process and system workflow improvements.
- Design and develop reporting tools to capture operational metrics.
- Monitor service-level trends and lead analysis workstreams.
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